Company Name:Sodexo Operations LLC COME JOIN US IN TOLEDO, OHIO Sodexo is seeking a Service Response Center Manager for ProMedica Toledo Hospital. This role will oversee the Service Response Center and Centralized Patient Calls for nine nine hospitals. The candidate is expected to build customer loyalty and brand recognition by providing excellent customer service through the coaching and development of 35-40 call center agents. Responsibilities include coaching for improvement, monitoring and managing performance. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and change management.ProMedica's Mission is to improve your health and well-being and at ProMedica Toledo Hospital they have committed to work toward that goal for more than 130 years. In fact ProMedica is one of the largest acute-care facilities in the region with 794-beds and more than 4,800 professional healthcare employees who serve a 27-county area throughout northwest Ohio and southeast Michigan.In addition, for 15 consecutive years, residents of Greater Toledo have named ProMedica the Consumer Choice Award winner in our market. In fact, this is the only hospital in northwest Ohio to receive this honor. Qualifications & Requirements :The ideal candidate must posses the following Skills: 1 year Supervisory and demonstrated team leadership experience. Call center and/or service related experience. Proficiency in office software required, MS Word/Excel. Outstanding Customer Service Exceptional Verbal and Written Communication Proven Problem Solving Strong computer software Database management experience Ability to prioritize RESPONSIBILITIES: Directly supervises a team of call center agents in a healthcare service environment. Provides and documents performance feedback through side-by-side coaching, performance reviews and goal setting, quality monitoring, and deficiency management. Supports and communicates business goals, quality standards, processes and procedures, and policies. Administers motivational programs that include incentives, contests, and team performance programs. Participates in the interviewing process and makes hiring recommendations. Appropriately addresses human resources issues, such as attendance and interpersonal conflicts in the workplace; consults Department Director and/or HR for guidance as needed. May handle escalated customer issues. This is a first shift position and the Service Response Center Manager may be required to participate in a rotational on call schedule involving rotating weekends and holidays. This is a 24 hour operation and requires on call services when needed. It is the policy of ProMedica Toledo Hospital that employees are prohibited from using any nicotine containing products. The successful applicant will be required to submit to drug and nicotine tests . Manages a Service Response Center by ensuring requests are dispatched and responded to in a timely manner. Ensures systems and standards integrity in all automated systems. May manage service response staff.Basic Education Requirement - High School Diploma or GEDBasic Management Experience - 1 yearBasic Functional Experience - 1 year work experience in facilities (e.g., maintenance, plant operations, engineering services, grounds, custodial/environmental, or transportation) or food (e.g., food services or operations, concessions, retail sales, store operations, or vending)Sodexo will require a background check and may require a drug screen for this position.Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer Date: 2014-06-09 Country: US State: OH City: TOLEDO Postal Code: 43606 Category: General Management Job Type: Full-Time35dash40welldashbeingacutedashcare794dashbeds27dashcountysidedashby2014dash06FulldashTimeandslashorWordslashExcelandslashorcustodialslashenvironmentalEEOslashAAMinorityslashFemaleDisabilityslashVeteranService Response Center Manager 1

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